Customer Service Representative- Operations

• Answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services
• Ensuring that every member is shown respect and kindness and that all questions are thoroughly answered
• Identifying and evaluating appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
• Following established procedures to meet customer/member needs
• Handling the answering of questions regarding prescription insurance, medication coverage, and mail-order prescriptions
• Communicating effectively with diverse work units and relevant organizational departments
• Organizing training sessions to educate internal staff on premium customer service processes, policies, and best practices
• Performing required training to understand how to use tools available to recall necessary information
• Documenting all customer correspondence and maintaining confidential records of patient information

• Minimum 6 months experience in a customer service or call center environment
• Effective and empathetic communication style in managing inbound calls
• Computer experience with proficiency in Microsoft Outlook, Word and Excel
• Basic alpha number data entry skills with attention to accuracy and quality
• Intermediate math skills with attention to detail and quality
• Ability to work with people in a team environment while meeting individual performance goals
• Must be able to read and interpret policies, procedures and instructions
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities
• High School or GED equivalent

1+ years in a customer service or call center environment

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs